1. Guidelines Best Practice 2023

Complaints Procedure
The Charity is committed to a high quality, accessible and responsive service and takes any
complaints very seriously.
Many problems can be resolved through discussion, and we will always endeavour to resolve
problems as quickly and informally as possible. However, if a situation cannot be resolved in this
manner the following procedures should be followed:
• A written complaint should be addressed to:
Private & Confidential
Sharon Curtis
Charity Manager
The Swallows Charity
68 – 70 Waterloo Road
Blackpool
FY4 1AB
• You will then be contacted to discuss the complaint and explain any actions being taken and
the timescale involved.
• The relevant volunteers, patient/carers and staff members will be consulted and asked for their
responses.
• We will aim to resolve any complaint within four weeks of receipt.
• The complainant will be informed of the outcome, in writing, by the end of this period.
Group Lead Best Practice.
The Meeting Room
The venue will already have been sourced and booked, it should have easy access to parking be on a
public transport route and have at least one main meeting room with the option of a second or a split
to the one room to allow the breakout sessions for patients and caregivers as is the structure of a
meeting. The meeting must be held in private rooms so that everyone can speak confidentially, in a
safe environment and there is the option for one-to-one support if needed at any time.
Some of the following points may seem obvious, but on occasion they can be missed by the venue
and will need to be addressed to ensure the comfort of the group members and indeed yourself and
the guest speakers.
Doc 1 *Updated: 12 th January 2023 cc
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